At a Glance
- Tasks: Lead the customer experience strategy and transform services for 100,000 customers.
- Company: Thirteen Group, a leading housing association in the North East.
- Benefits: Competitive salary, 31 days annual leave, pension contributions, and health support.
- Other info: Join a values-led team committed to building stronger communities.
- Why this job: Make a lasting impact on customer satisfaction and service delivery.
- Qualifications: Proven leadership in customer-focused strategies and service improvement.
The predicted salary is between 108990 - 108990 £ per year.
Role Overview
Thirteen Group is looking for an exceptional
Customer Experience Director to lead the delivery of our organisation-wide customer experience strategy and help us become the most trusted housing association, with happy customers.
This is a significant leadership opportunity to shape customer experience at scale across one of the region’s largest housing associations.
You’ll build on strong foundations, influence across the organisation and make sure customer insight, voice and experience are central to how we design and deliver services.
You’ll lead transformational programmes that make it easier for customers to interact with us, reduce customer effort and improve consistency across every touchpoint.
You’ll bring fresh thinking, challenge where needed and help colleagues across Thirteen understand the role they play in delivering a great customer experience.
We’re looking for a visible, values‑led leader who can combine empathy with grip, pace and delivery.
If you thrive on leading change, inspiring people and improving services for customers, this is your opportunity to make a lasting impact.
You’ll be expected to work a minimum of two to three days a week from our fantastic head office at Hudson Quay in Middlesbrough .
Flexibility is important, so there may be times when additional presence at the office is required to meet business and team needs.
Thirteen Benefits
- Salary – £108,990 per annum
- Annual leave – 31 days, a day off for your birthday, plus bank holidays.
- Pension – up to 17% contributions (flexible contribution rates of up to 7% colleague and up to 10% employer).
- Simply Health – save money on common health expenses and get access to health and wellbeing support services.
- T’dar – our Discount and Reward platform giving you huge savings on everyday brands.
- Opportunities to buy and sell annual leave
Key Responsibilities
- Reporting to the Chief Customer Officer, Serena, you’ll lead the launch and delivery of our customer experience strategy, making sure services are shaped around what customers need and the outcomes we want to achieve.
- With responsibility for approximately 100,000 customers across more than 36,000 homes, you’ll work collaboratively across Thirteen to create seamless customer journeys and strengthen customer trust in Thirteen.
- Lead and develop a refreshed customer experience function, bringing together customer insight, engagement and journey mapping to drive meaningful and measurable improvements.
- Drive continuous improvement across the end-to-end customer journey, improving trust, reducing repeat contact and making services easier and more consistent for customers.
- Use insight, segmentation, complaints and performance data to identify root causes, shape priorities and turn learning into practical service improvements.
- Shape and evolve our customer involvement and scrutiny frameworks, ensuring diverse customer voices influence decision‑making and service improvements.
- Champion multi‑channel service excellence, strengthening digital self‑service where it works for customers while improving first contact resolution and overall customer satisfaction.
About You
- You’ll be an experienced senior leader with a strong track record of delivering customer-focused strategies, service improvement and transformation within large, complex organisations.
- You’ll understand customer insight, service design, journey mapping, segmentation and digital customer engagement, and be able to translate data into clear action and better customer outcomes.
- A skilled relationship builder with the credibility and influence to engage with Boards, regulators, customers, partners and colleagues at all levels.
- You’ll be resilient, adaptable and comfortable working at pace, with the confidence to challenge constructively and the judgement to balance customer needs, operational delivery and organisational priorities.
- As an exceptional people leader, you’ll inspire teams, lead through change and create an environment where colleagues feel empowered to improve services and deliver great experiences for customers.
- Why Thirteen
At Thirteen, we work together to provide quality homes, build stronger communities, and support people to live well.
As the largest housing association in the North East and among the top 25 nationally, we manage over 36,000 homes, with over 1,600 colleagues providing services for around 100,000 customers.
Our vision is to be the most trusted housing association, with happy customers.
Following a colleague‑led culture refresh, we’re embedding our ‘Better Together’ approach as well as our values: Accountable, Proactive, Courageous, Considerate.
We have also secured the highest possible C1/G1/V1 ratings following an inspection by the Regulator of Social Housing, providing strong assurance on our governance, financial viability and consumer standards.
But we’re not standing still. We’re continuing to transform how we work so customers experience services that are simple, joined up and consistently good.
As part of our hiring process, if you’re successful we’ll need to verify your right to work in the UK. Unfortunately, we are not a Skilled Worker Sponsoring Employer at this time.
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Customer Experience Director employer: Thirteen
Thirteen Group is an exceptional employer that prioritises employee well-being and professional growth, offering a dynamic work culture that fosters collaboration and innovation. With the flexibility of a hybrid working model from our Middlesbrough office, employees can enjoy a healthy work-life balance while engaging in meaningful transformation projects that directly impact our customers. We are committed to supporting your career development through ongoing training and opportunities for advancement within our dedicated team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Director
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thirteen. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Thirteen before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Director
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Thirteen:Your cover letter is your chance to shine! Tell us why you want to work at Thirteen specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Thirteen!
How to prepare for a job interview at Thirteen
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
